Customer Charter

All enquiries related to customer service or fan issues should be directed to the clubs Supporter Liaison Officer via written letter or email:

Harriet Harbidge

SLO Burnley FC

Turf Moor

Harry Potts Way

Burnley

BB10 4BX

Tel: 0871 221 1882

Email: slo@burnleyfc.com

Burnley Football Club is proud of its history as a founder member of the Football League, and a club at the heart of the local community. We as a whole endeavour to ensure that all fans, customers and associates at all levels of the club are treated without prejudice and with the utmost respect.

Our aims in the upcoming 2016/2017 season are to continue to improve on the current club complaints process, create more points of contacts for fans to send department specific queries, and continue to provide a matchday experience for fans to enjoy regardless of the result on the pitch.

While we will make all efforts to satisfy all fans needs throughout the season, in the event a fan feels the club has not reached the standards we have set, they need only to contact the club and we will investigate, and where necessary make improvements.

The club will acknowledge contact from a customer within a maximum of three working days. The club would normally respond by letter or email and this may take up to 21 days if further investigation is required. If a customer requests a response by telephone/email, he/she receives one. Meetings are available by prior appointment, Mon-Fri 10am -4pm.

In the unlikely instance where a customer is not satisfied by the club's response, please contact:

All complaints made must be put in writing to Nick Taylor, Burnley FC, Turf Moor, Harry Potts Way, Burnley, BB10 4BX, or either emailed to info@burnleyfc.com . These will all be responded to within a reasonable period and directed to the appropriate department head for comment.

STAFF CONDUCT

Club employees aim to conduct themselves in a courteous, co-operative and responsive manner in all dealings with supporters and treat all persons equally.

CONSULTATION AND INFORMATION

The club publicises its position on major policy issues in a user-friendly manner, via the club's match day magazine and the official club's internet site. The club has, and continues to develop, ways to consult with Shareholders, sponsors, season ticket holders and other interested parties. The club gives the earliest possible notice of any changes to its ticketing policy and the reasons for the changes. A Supporters' Alliance exists for both parties to share information. Details on this can be found HERE.

TICKETING

Pricing

The club continues to strive for wider access to matches by offering a broad range of ticket prices. The club operates a scheme to enable supporters to pay for season tickets by installment at a reasonable rate of interest. Contact the Ticket Office for more information

Allocation

At least 5% of tickets to each game will be made available to non season ticket holders.

Concessions

Concessionary prices are available to junior supporters and senior citizens (over 65's).

Please note that club policy states that U13s MUST be accompanied by an adult when attending a match at Turf Moor.

The club provides:

- An area of the ground for the exclusive use of family groups and junior supporters.

- Support for disabled spectators and their carers. Contact the ticket office for details of our disabled facilities and ticket allocation.

Away Matches (League & Cup)

The club's supporters are allocated tickets for away matches as follows:

Season Ticket Holders, Shareholders and Clarets Foundation Members have initial priority for 'away' Tickets.

Any remaining tickets are made available at thr discretion of the club and (wherever deemed required) to customers purchasing with a Clarets number, around two weeks before the fixture.

Home Cup Competitions

Season Ticket Holders can claim their allocated seat during a priority sales period. After this specified period, any unsold 'reserved' seats will be made available to all other home supporters at the discretion of the club.

Returns & Refunds

The club's policy on the return and distribution of unwanted tickets is as follows. Supporters can receive a refund or exchange on match tickets prior to kick off of that specific game, at the discretion of the club. For each match a general sales start date is advertised.

Abandoned Fixtures

If a game is abandoned / postponed prior to kick-off, anyone who has purchased a match ticket will receive a full refund.

If a game is abandoned during the first half, anyone who has purchased a match ticket will receive 50% refund of the price of the ticket.

If a game is abandoned during the second half, no refunds will be given.

The above is not applicable to Season Ticket Holders who will gain normal entry to the re-arranged fixture.

Accommodating Away Supporters

The club abides by Football League Regulations governing the allocation of tickets to visiting clubs. The club does not charge admission prices to visiting supporters which are higher than those charged to our own supporters for comparable accommodation. In particular our concessionary rates offered to seniors and junior supporters apply to supporters of a visiting club.

DATA PROTECTION

Burnley Football Club undertakes and adheres to a strict data protection policy to ensure the security of details of supporters and customers of the club.

All Burnley FC supporter data is held onsite within the club's secure server. Supporters, when purchasing tickets, hospitality, functions, electronic content or merchandise, are made aware that any details they voluntarily offer to the club may be used, by the club only, for future marketing. All fans at the point of transaction/interaction are given a choice to opt out of any future marketing from the club. In addition all marketing materials from Burnley FC include opt-out options for supporters to refuse future contact.

Burnley Football Club does not share or sell its data to any source and will only ever advertise third party organisations to those supporters/customers who have actively opted-in to receive such messages.

Supporters are able to request full details of their personal data stored by Burnley FC.

FLi, who operate Football League websites, are responsible for ensuring data protection for all user data collected via official club websites.

ARREST AND ACCEPTABLE BEHAVIOUR POLICY

Any person that is arrested for a football related offence either home or away and convicted of that offence at Court will receive a 'Life Ban' from Turf Moor.

The ban may be reviewed on request after a period of five years has elapsed.

Persons breaching Ground Regulations may be requested to sign an 'Acceptable Behaviour Contract' before being allowed to watch matches at Turf Moor.

MERCHANDISE

The club will provide information on replica strips stating its launch date. The club carries out its obligations under Football League Regulations to prevent price fixing in relation to the sale of replica strip.

Returns Policy

Supporters not entirely satisfied with your purchase from Burnley Football Club, please return it in its original and unused/unworn condition, along with any wrapping and your proof of purchase within 28 days. We will exchange the item or offer a full refund inline with your receipt.

We regret that we are unable to exchange/refund the following, unless the goods are faulty:

Burnley Football Club are unable to offer any exchange/refund on printed shirts should the player leave the club or his squad number changes during his career at Burnley Football Club. This Policy does not affect your statutory rights.

Clarets Store 01282 700016

www.claretsstore.com

BURLEY FOOTBALL CLUB'S COMMITMENT TO SAFEGUARDING

The Club (BFC) and its Staff are fully committed to the safeguarding and welfare of children and vulnerable adults regardless of their age, gender, language, religion, ethnic background or sexual identity.

We recognise that Safeguarding is the responsibility of everyone who has contact with children, young people and vulnerable groups and we are dedicated to providing a positive environment, enjoyable experiences and to protect from harm.

With this is mind The Club will:

• Protect all vulnerable groups from abuse or harm, or the risk of this.

• Ensure that staff comply with relevant laws, regulations and are employed safely.

• Ensure staff read, understand and are bound by the Safeguarding policy and sign up to codes of contact and implement these at all times.

• Create a positive environment for all visitors, staff and participants.

• Ensure all staff are aware of their role, have clear understanding on how to report concerns and who to report to and are supported to do this effectively.

• Our External agencies will also be made aware of the policy and codes of conduct expected from their staff when undertaking activities with The Club

Policy and Procedures

The Club provides a range of services and activities that impact on the lives of vulnerable groups both directly and indirectly. Safeguarding individuals, ensuring their welfare, their safety and their health is of paramount importance.

Burnley Football Club is also committed to creating opportunities for individuals with disabilities and mental health problems to participate in a broad spectrum of activities at the Club at the same time as creating a safer culture for the participants.

The Club’s Policy includes:

• Having commitment from senior managers, trustees and board members to safeguarding

• Having a safe recruitment, selection and induction processes consistent across The Club

• Ensuring that all relevant staff are DBS checked at the appropriate level

• Providing training at the appropriate levels for staff and volunteers

• Each area of the Club having a designated Safeguarding Contact

• Having information easily accessible for staff, children, young people and their families

• Having an easily understandable reporting and monitoring system

• Working co-operatively with partner organisations and services

• Having a commitment to manage and monitor allegations of discrimination, harassment, abuse and bullying.

Burnley Football Club has a Safeguarding of Vulnerable Groups Policy which complies with national legislation and is in accordance with the rules outlined by the Football Association and the Premier League which is available on request.

Burnley Football Club has appointed Helen Tanner to the post of Head of Safeguarding she has overall responsibility for the safeguarding of vulnerable groups and reports directly to the Chief Executive of the Club.

If you have a concern about your own safety or the welfare of a child or vulnerable adult who engages in the Club’s activities, please contact:

If you are worried about the immediate safety or welfare of a child or vulnerable adult you should contact:

The Police – Dial 999

NSPCC Helpline – 0808 800 5000

Lancashire County Council, Children’s Social Care 0300 123 6720

Lancashire County Council, Adult Social Care 0300 123 6721

Vulnerable Adults Policy Safeguarding Of Children Policy

EQUAL OPPORTUNITIES POLICY

Burnley Football Club is an equal opportunities employer, committed to confront and eliminate discrimination, whether by reason of race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment.

Equality of opportunity means that in none of its activities will the club discriminate against, or in any way treat less favourably, any person on grounds of race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment. This policy will be applicable to:

the advertisement of jobs, the selection of candidates for employment or promotion, job location or working environment, pay and employment terms and conditions, internal training and development activities, internal and external coaching and education activities and awards and football development activities

The club will not tolerate sexual or racially based harassment, or other discriminatory behaviour, whether physical or verbal. The Chief Executive will ensure that such behaviour is met with appropriate disciplinary action whenever it occurs.

The club supports the bodies of the Football Association in their commitment to develop a programme of ongoing training and awareness raising events and activities in order to promote the eradication of discrimination within football.

At Turf Moor Stadium

At Burnley we employ in excess of 150 stewards on a match day and one of their primary roles is to monitor supporters' language. Any so called supporter who persists in using racist or homophobic language, which constitutes a criminal offence, faces being ejected and banned from the stadium. Every match day programme carries a warning about foul language and racist chanting and, if the situation dictates, we make extra announcements over our public address system as well as including extra reminders and warnings in our club publications.

DISABLED SUPPORTERS' INFORMATION

INTRODUCTION

Facilities for disabled supporters at Burnley Football Club include places for 35 wheelchair users located on the pitch perimeter. There are also a further places available for both visually impaired in the Bob Lord Stand and ambulant disabled supporters, situated in a variety of positions around the ground.

Registered Disabled Supporters 2012/2013 Season

Disabled supporters should currently be in receipt of either the Higher Rate Mobility or Higher Rate Care components of Disability Living Allowance (DLA).

Or, submit a recent Doctor's letter which describes your disability in relation to your attending football grounds, such as Turf Moor.

Disabled Supporters will also need to submit a number of other documents along with the above information. Please ensure that you read the Disabled Supporters Registration form thoroughly otherwise your application could be delayed.

Before submitting your application please ensures that you have read and understood the Disabled Supporters Terms and Conditions.

INFORMATION

The Disabled Supporters' match day experience is important to the Club.

Burnley Football Club applies reasonable adjustments under the Disability Discrimination Act for Disabled Supporters who have additional needs in the ground on match days. Disabled help stewards can provide assistance with help in and out of the ground and kiosk staff with assist with the purchase of refreshments. In the season 2010-2011 all wheelchair disabled supporters were given hearing devices so they could listen to a full match commentary. The commentary radio can be purchased from the Club Shop.

Ambulant Disabled supporters can sit anywhere in the ground providing they are able to access the area subject to safety requirements of the ground. Requirements should be stipulated at the time of purchasing a ticket to ensure appropriate seating.

Wheelchair/Scooter users are accommodated at pitch level. Scooter users cannot use the concourse area for safety reasons.

Away fans in wheel chairs are on an elevated platform with their fans. Seven wheelchair/helper tickets are sent to all away teams for sale to their supporters.

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